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Sampling and Data Collection Plan

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Sampling and Data Collection Plan

QNT 561

August 3, 2014

Kevin Masick

Sampling and Data Collection Plan.

Customer service is an important part of any business and can mean the success or failure of a business. It is important to know that a business cannot make everyone happy but can do everything in their ability to make improvement in areas where customer service is lacking. Express Card (EC) customer service call center has declined in customer satisfaction in the last five years. Because of this finding Express Card has requested an independent research team to do a study to analyze data from two different data sets and formulate a plan of action towards the problems Express Card is facing.
Population and size The population and size are determined by the estimated 40 million Express Card members. Since this is a large population size it is important to properly calculate the proper confidence level. The research team has selected a 95% confidence with 5% margin of error.
Target Population and Brief Reasoning The target population, also called target audience, is the group of people the research team has chosen to get the necessary data from and form a conclusion. In order to have a logic model, the team will first need to identify the people surveyed and must be as specific as possible. The research will help establish areas where Customer Service is successful and where improvement is needed. The target group will be those customers that called the customer call center in the last 3 months.
Sampling Element
The sampling element will be conducted through Survey, and some of the questions used will be: 1. Gender (M/F)? 2. Age group? a. 18-30 b. 31-45 c. 46-55 d. 56+ 3. Income a. 0-25,000 b. 26,000 -55,000 c. 56,000 -85,000 d. 86,000-100,000 e. 100,000 + 4. How

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